About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Kate serves Application Development & Delivery Professionals. She is a leading expert on customer service strategies. Her research focuses on helping organizations establish and validate customer service strategies, prioritize and focus customer service projects, facilitate customer service vendor selection, and plan for project success.
Kate has extensive industry experience, with more than 10 years of leadership at customer service software companies, where she held senior product marketing and product management roles. She is also a published author on customer service trends and best practices.
Kate earned a Bachelor of Science from the University of Toronto and a Master of Science from the University of Pennsylvania.
Develop A Business-Centered Enterprise Architecture That Boosts Agility
Faced with continuous change — from technology innovations, new markets, and competitive shifts — businesses must become more agile. Sustainable business agility, the ability to...
Change Management: The EA Practice Playbook
This report provides an approach to formulating and implementing an enterprise architecture (EA) communication program that eliminates the guesswork and uncertainty that usually surround such...


Road Map: The Business Architecture Playbook
Too often, business architecture (BA) programs struggle to create a clear identity for the value they can deliver and get pulled in multiple directions. Successful BA programs — th ose with...

The purpose of this road map is to illustrate the implementation timing of the infrastructure-as-a-service (IaaS) and platform-as-a-service (PaaS) technologies evaluated in Forrester's...
Vision: The EA Method Playbook
In the midst of continuing economic, political, competitive, and technological disruption over the next decade, your enterprise architecture (EA) practice will flounder unless it gains clear vision...

Deliverables: The EA Practice Playbook
This report defines an approach for creating enterprise architecture (EA) deliverables as part of a high-performance EA practice. It is designed to help you create work products that matter to...

Policy And Procedures: The Business Process Management Playbook
This report outlines the critical methods and techniques for business process management (BPM) initiatives. It represents a key component of Forrester's solution for BPM excellence. It is designed to...
A Profile Of One Of The Winners Of The InfoWorld/Forrester Enterprise Architecture Award
Forrester teamed up with InfoWorld to identify five leading EA organizations using practices that yield measurable business value. In large organizations such as Barclays Bank, which spans 50...
A logistics company had grown through acquisition, and due to a narrow enterprise architecture (EA) focus, weak governance, and troublesome politics, its former EA practice was largely ineffective....
Do you have any examples of a document where the infrastructure framework was organized into sections?
I am looking for some basic but important definitions in the context of my road map work. For example: application service technology. A definition of application might be: An application is a...
Tactics For Improving Corporate Management's Support For EA In Large Firms
As a key strategic entity in any large firm, the enterprise architecture (EA) group requires a strong positive relationship with the ultimate decision-makers — the corporate management...
Skills And Staffing: The Social Business And Collaboration Playbook
All too often, IT approaches staffing for social business and collaboration initiatives as it would other IT-led projects. With a focus on providing the best technical solution possible, the...
Tools And Technology: The Data Management Playbook
Today's enterprise data architecture is changing to accommodate models and definitions that are frequently abstracted from data sources, federated sources, and data analytics performed during the...
Tools And Technologies: The Business Architecture Playbook
Business architecture (BA) programs rely on a set of models and methods that often benefit from being linked to each other and to other external data sources. For some enterprise architects,...

Materials To Implement A Scalable Project Architecture Review Process
Project architecture review is an essential practice EA teams should use to advance enterprise architecture strategies. A well-designed and transparent review process provides a counterbalance to...
Move From Application And Outsourcing Silos Toward Building Your Business
Borrowing words from science fiction writer William Gibson: The future of solution architecture is here — it's just not yet evenly distributed or highly integrated. Even with a long list of...
Mega International, Troux Technologies, Software AG, And Alfabet Lead This Upcoming Category
Forrester evaluated 10 of the leading enterprise architecture management suite (EAMS) vendors across 89 criteria and found that Mega International (Mega), Troux Technologies, Software AG, and alfabet...
Please recommend the top two or three reference manuals or books on the subject of enterprise architecture (EA) for an information technology group to use as a team study guide. The purpose of the...